Introduction A number of issues were discoveredupon review of the initial Service Level Agreement (SLA) draft. A great deal of problems arose with the key clauses lacking proper definition. Other areas that need review with the SLA include adding cyber law compliance and a need for the proper documentation preparation. The recommended changes that need to be made to the initial SLA are written below in a per-clause basis.
Initial SLA Clause 4, Statement of Intent
The original statement of intent makes claims about leading research and knowledgeable consulting firms without listing any references. These claims need an identifiable source to be included in the finalized statement of intent. The claims suggest that utilizing the smaller firm’s specialized products is the best approach to improve Finman’s business.
Basing the entire SLA upon these statements is incredibly risky if these statements cannot be sourced and assessed as factual. Finman’s corporate resources may be placed under threat of lose or destruction if these sources are not verified and the entire notion of working with Datanal and Minertek should not move forward until this happens.
Finman states, in the initial SLA, that service level management (SLM) “…offers the most promising strategy for the firm…” without detailing the methodology or listing reference material. This methodology of SLM may be part of the metric clause (7). This statement needs inclusion in the final documentation if that is the case. If service level management will not be measured within the metric section of the scope of work then a reference needs to be installed about the source of that material.
Initial SLA Clause 5, Scope of Work Effort
Recommendations to the scope of work effort are at a minimum. Most of this section is clearly stated. However, adding a subsection to this clause may be necessary to